Technical Customer Success Manager

2 weeks ago

Halifax, Canada Neil Corporate Services (NCS) Full time

As the Technical Customer Success Manager, you will be responsible for maintaining ongoing customer relationship(s) and provide organizational insights on client-to-business interactions. You will lead initiatives to improve the customer experience via strategic planning focusing on customer engagement and requirements. The Technical Customer Success Manager will work in conjunction with Project Delivery and Managed Services Teams driving organizational alignment resulting in a positive customer experience, driving customer satisfaction and growth.

Responsibilities:

Lead day-to-day engagement with customers, liaising with Internal Operational teams.

Manage customer engagement plans including touch points, cadences, and methodology.

Be primary point of contact for customer engagement

Drive customer success outcomes to ensure the company meets desired business objectives and goals.

Lead the customer success strategy to create organizational efficiencies and improve customer experiences.

Effective communication to convey technical information to diverse audiences

Develop processes and KPI’s relating to Customer Satisfaction and operational efficiency.

Identify challenges and opportunities to improve the overall service delivery model.

Requirements:

Bachelor’s degree or College diploma in business or related field, or an appropriate combination of education and experience.

5 – 10 years’ working experience in a customer success role.

Excellent business acumen and communication skills.

Commitment to ensuring the success and satisfaction of clients through technical solutions.

Proven experience leading customer success initiatives, solution-based techniques, and leveraging customer success best practices.

Ability to collaboratively develop strategies, translate them into initiatives and track successful delivery.

Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.

Able to collaborate across the organization and with external stakeholders.

In-depth understanding of IT infrastructure and application integrations.

Familiarity with relevant software, tools, and platforms.

Ability to analyze and troubleshoot complex technical issues efficiently

We are supportive of workforce diversity and encourage internal/external applications from all qualified individuals. We thank all candidates for their interest, however, only those selected for an interview will be contacted.

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